By Nicholas Gerber, lead product manager at GetFeedback
Customer experience (CX) leaders are constantly challenged with following up on customer feedback. To scale such efforts, feedback and trends must be available where customer-facing teams do most of their work.
That’s why integrating CX data into the customer system of record is an efficient way to share results, create accountability, and ultimately take action using familiar tools and workflows. With the right integration approach, the rest of the organization is better set up to deliver a superior customer experience.
Salesforce is the main system of record for many organizations, which is why Getfeedback continues to grow our commitment to seamlessly connect feedback data with Salesforce data for a 360° view of the customer experience.
Today, we are excited to announce a new Salesforce integration for feedback from digital channels as well as a new GetFeedback app for Salesforce, which will be available on the AppExchange by the end of June 2021.
Salesforce integration 2.0 - incorporate customer feedback from digital channels for a 360° view of customer experience
Customer interactions over digital channels continue to grow at a rapid pace. To remain competitive, listening to customers on these channels is no longer optional. But it’s not enough. Feedback must be accessible and in the right context for all customer-facing teams.
Support cases from your mobile app and website must be fed into Salesforce and prioritized based on urgency to respond. For instance, you may want to prioritize a follow-up for that high-value customer who recently abandoned a transaction with a full shopping cart. Likewise, your business-to-business (B2B) Account team will have better success if they’re informed of a customer’s negative website experience and low transactional Net Promoter Score® (NPS®) score before reaching out about their upcoming renewal.
Our new Salesforce integration allows any CX team using GetFeedback to easily enrich Salesforce customer records with feedback from digital channels. Viewing feedback responses in the main system of record is pivotal for organizations to take the right actions and improve customer experience.
Image: new Salesforce integration
The new Salesforce integration, powered by our recently announced Automations layer, delivers a simple and flexible way to bring multi-channel customer feedback into Salesforce Sales Cloud and Service Cloud.
Any digital feedback response can be mapped to any field on any object within Salesforce. Objects and fields can be updated or created each time while syncing responses to Salesforce.
Additionally, all feedback can be mapped conditionally based on the value of the response, allowing customers to either map only the most important feedback or all of it into Salesforce.
Our new Salesforce integration even supports matching while updating. For example, this allows you to match a user by email address or any text field, making it easy to update the right object in Salesforce with the new feedback. And with all that CX data mapped into Salesforce, it can be easily associated with the operational data to build reports or provide business context on customer feedback.
This new Salesforce integration further validates GetFeedback’s commitment to delivering the enterprise CX solution with the most robust Salesforce integration available on the market today.
The new Salesforce integration for digital feedback will be available by the end of June 2021.
New GetFeedback app for Salesforce - drive accountability with a painless integration of key CX metrics
CX programs succeed or fail based on how well they create positive change. Facilitating change requires awareness and accountability across multiple teams. Accountability, in turn, requires awareness of CX program results inside everyday tools and routines. But far too frequently, results of critical CX metrics for Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) remain with a handful of people running the surveys. Instead, they must be in plain sight of where customer-facing teams do their work. You guessed it—in Salesforce.
The new GetFeedback app for Salesforce is designed to drive awareness and accountability of your aggregate CX results for NPS, CSAT, and CES across teams using Salesforce. It’s built with the busy customer experience leader or Salesforce admin in mind, delivering simple, step-by-step guidance and pre-built reporting templates.
Image: new GetFeedback app for Salesforce
Here is how it works: After securely connecting the new app to GetFeedback through an API token, aggregate response and delivery data for Salesforce-connected surveys will be automatically populated within the new app. This will allow you to view and share aggregate survey scores for NPS, CSAT, and CES, and will provide distribution metrics for every GetFeedback survey connected to Salesforce.
The app’s homepage will show the most recent surveys and will allow you to explore all connected surveys. The pre-built reports for each of the key metrics include aggregate scores, trending over time, or scores by account. As such, you can choose the right data and Salesforce report for maximum clarity, saving time and driving the awareness and accountability CX programs need.
The new GetFeedback app for Salesforce will be available by the end of June 2021.
Conclusion
We are excited to enhance our Salesforce integrations and demonstrate our continued commitment to being the number one CX platform for Salesforce. The new Salesforce Integration for digital feedback and the new GetFeedback app for Salesforce will help you spread customer experience feedback and insights across your entire organization to grow the impact of your CX program.
To learn more, register for our upcoming webinar on May 20, 2021, at 10 a.m. Pacific.